Returns Policy

Parkgate Mobility aims to make the customer purchase experience as pleasant and convenient as possible. Occasionally products may need to be returned for one reason or another, we hope to make the return process as simple as possible.

If you are purchasing a product for someone else and anticipate needing to return it for a refund, please mention this at the point of purchase. In certain situations, the manager may agree to a refund if the item proves to be unsuitable. This will be acknowledged on your receipt. This must be done before a purchase.

If you have changed your mind after purchasing a product in-store, we cannot offer a full refund (Sales of Goods Act, March 2012). However, in certain situations, at Parkgate Mobility’s discretion, we may offer a credit note that can be used in any of our shops.

By depositing with us, you will have entered a contract agreeing to purchase the item at the full price. Should you later change your mind, you may be offered a credit note up to the value of the deposit given, at the manager’s discretion.

We regret that we cannot accept returns on product(s) that are either made to order or measure, bespoke, special builds or prescriptive products. These are often highly tailored to your specifications, or for products that can void Health & Safety regulations if used (e.g. incontinence products, bathroom products, toiletries).

Returning Online Products

You have the right to return online orders within 14 calendar days of receiving the goods. To cancel your order, please get in touch with us via telephone or email to notify us of your intention.

Please get in touch with us:

Telephone: 01709 378909

E-mail: customercare@parkgatemobility.co.uk

To receive a full refund, the product(s) must be returned in their original packaging, complete, unused, and undamaged.

If the product(s) are not returned in their original condition, Parkgate Mobility reserves the right to charge for the repair or replacement of them.

Although we would be happy for you to unpack the item and inspect it thoroughly, if you have used or installed it, you may be offered a partial refund of up to 50% of the item’s price to compensate us for the loss of value.

Please note that we do not accept returns on items that are made to order, special builds, products explicitly tailored to suit your requirements, or products that may violate health and safety regulations if used, such as personal hygiene products.

If the product(s) arrive faulty, damaged, or incorrect, a refund can be given. Personal hygiene products can only be refunded if the outer packaging/wrapping hasn’t been opened.

Returning Faulty Products

Please get in touch with us:

Telephone: 01709 378909

E-mail: customercare@parkgatemobility.co.uk

If your product is faulty while under warranty, we may repair it, rather than replace it.

Please be aware that we require sufficient time to repair and may need to wait for parts from the manufacturer if necessary.

All scooters/powerchairs and stairlifts purchased at Parkgate Mobility come with a 12-month warranty.

Products out of warranty can still be repaired if parts are available.

Returns

If you have a faulty product, please contact us. You may be asked for your receipt or proof of purchase.

Parkgate Mobility will, where appropriate, send an engineer to you if you are within the general service area of Parkgate Mobility. Otherwise, alternative collection/delivery provisions will need to be made at your expense.

Additionally, we may also be able to offer you a loan product; however, this cannot always be guaranteed, and like-for-like products aren’t always available.

We will do our best to fix your product as quickly as possible, but sometimes things beyond our control (manufacturers, deliveries) prevent us from doing so.

If you have a further question, please email us at customercare@parkgatemobility.co.uk.